Question 1

Which of the following is not one of the questions asked during the reporting phase of CRM?

Accepted Answer

"Who are our customers?" is a question asked during the analyzing phase.

Question 2

Which of the following is not one of the questions asked during the analyzing phase of CRM?

Accepted Answer

"What customers are at risk of leaving?" is a question asked during the predicting phase.

Question 3

Supply chain management involves the management of ___________ flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.

Accepted Answer

The answer of Supply chain management involves the management of...

Question 4

Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.

Accepted Answer

Organizations can decrease the power of their buyers through efficient and effective SCM.

Question 5

What is another term that represents CRM reporting technologies that help organizations identify their customers across other applications?

Accepted Answer

Customer identification is another term that represents CRM reporting technologies that help organizations identify their customers across other applications.

Question 6

What is a business-facing process?

Accepted Answer

This is the definition of business-facing process.

Question 7

Supply chain _________ is the schedule for production activities,including testing,packaging,and preparation for delivery.

Accepted Answer

The answer of Supply chain _________ is the schedule for...

Question 8

Which of the following is a business-facing process?

Accepted Answer

Budget forecasting is a business-facing process.

Question 9

Order processing is a customer-facing process.

Accepted Answer

Order processing is a customer-facing process.

Question 10

Charles Schwab has successfully used CRM to collect information through customers' transactions and analyze the information to determine the best way to market to each individual customer.

Accepted Answer

Charles Schwab has achieved great success through its CRM systems.

Question 11

Which of the following is not one of the questions asked during the predicting phase of CRM?

Accepted Answer

"What is the total revenue by customer?" is a question asked during the reporting phase.

Question 12

Progressive Insurance used CRM to revamp its insurance claims process.

Accepted Answer

Progressive Insurance used business process reengineering (BPR) to revamp its insurance claims process.

Question 13

Strategic planning is a customer-facing process.

Accepted Answer

Strategic planning is a business-facing process.

Question 14

Which of the following is not a criterion to determine the importance of a process for reengineering practitioners?

Accepted Answer

The other three options are considered important criteria for reengineering practitioners to determine the importance of a process. However, whether a process falls above best in class is not a criterion.

Question 15

What is a customer-facing process?

Accepted Answer

This is the definition of customer-facing process.

Question 16

Which of the following statements is incorrect?

Accepted Answer

CRM predicting technologies help organizations identify their customers across other applications is an incorrect statement.

Question 17

What is another term that represents CRM analysis technologies that help organizations segment their customers into categories such as best and worst customers?

Accepted Answer

Customer segmentation represents CRM analysis technologies that help organizations segment their customers into categories, such as best and worst customers.

Question 18

Which of the following is a customer-facing process?

Accepted Answer

Order shipping is a customer-facing process.

Question 19

Customer relationship management involves managing all aspects of a customer's relationship with an organization.

Accepted Answer

This is the definition for CRM.

Question 20

A business process is the analysis and redesign of workflow within and between enterprises.

Accepted Answer

This is the definition for business process reengineering, not business process.

Quiz 3: Strategic Initiatives for Implementing Competitive Advantages

Which of the following is not one of the questions asked during the reporting phase of CRM?

Which of the following is not one of the questions asked during the analyzing phase of CRM?

Supply chain management involves the management of ___________ flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.

Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.

What is another term that represents CRM reporting technologies that help organizations identify their customers across other applications?

What is a business-facing process?

Supply chain _________ is the schedule for production activities,including testing,packaging,and preparation for delivery.

Which of the following is a business-facing process?

Order processing is a customer-facing process.

Charles Schwab has successfully used CRM to collect information through customers' transactions and analyze the information to determine the best way to market to each individual customer.

Which of the following is not one of the questions asked during the predicting phase of CRM?

Progressive Insurance used CRM to revamp its insurance claims process.

Strategic planning is a customer-facing process.

Which of the following is not a criterion to determine the importance of a process for reengineering practitioners?

What is a customer-facing process?

Which of the following statements is incorrect?

What is another term that represents CRM analysis technologies that help organizations segment their customers into categories such as best and worst customers?

Which of the following is a customer-facing process?

Customer relationship management involves managing all aspects of a customer's relationship with an organization.

A business process is the analysis and redesign of workflow within and between enterprises.